Front Unwrapped 2025: Product updates too good to re-gift

The holiday season is famous for gifts nobody asked for: fruitcake, novelty mugs, anything that ends up in the re-gift pile. This season, we delivered product updates straight from customer requests like NPS surveys and “please build this feature” emails. 

Every feature was built for customer operations teams delivering high-volume, high-quality support so they spend less time fighting missing context, messy handoffs, and AI that falls short of expectations. Instead, they can focus on delivering support experiences that wow customers. 

Here’s what you can take advantage of this season:

• Inbox improvements for more clarity and speed

• Front AI updates for sharper, on-brand AI replies

• Workflow automation built for complexity and control 

• Front AI on Slack for faster, high-touch support

• Enhanced CRM integrations for up-to-date customer context

Read on to see the full haul with demo walkthroughs, and join us on January 13 to learn more about these features live. 

Inbox context at a glance, not after five clicks

Just like fruitcake, inbox clutter is dense, heavy, and impossible to slice through quickly. Thanks to your feedback from the summer redesign, the inbox now works harder to keep teams organized and moving – especially at peak volume and complexity. 

Check out these new inbox updates that make it easier than ever to navigate and act quickly with more visibility: 

• One-click navigation: Seamlessly move between your inbox, calendar, analytics, and more.

• Customizable sidebar: Access your Discussions and Tasks and customize your sidebar sections to match your preferences.

• Inbox and workspace indicators: Instantly see which shared inbox and workspace a message belongs to.

• Expand to see more tags and objects: See more conversation details right in your message header.

AI replies that sound like your best rep

Sometimes your customer replies need a pick-me-up. When speed and polish matter, rewriting drafts and hunting for answers slows everything down. The latest Front AI improvements help your team deliver faster, more consistent and contextual replies based on your company’s knowledge. 

Your agents (and customers) get clearer, more accurate responses on the first try without the back-and-forth and rewriting that slows down support. 

Here’s how:

• Copilot Compose: Instantly draft replies using prompt-based instructions. 

• Tone matching: Send on-brand responses every time.

• AI reads attachments: Have AI read and incorporate attachment details in replies for you.

• Notion knowledge integration: Get more accurate suggested replies with knowledge sourced from Notion (Google Docs coming soon).

• Copilot and Autopilot reports: Track AI’s impact with performance insights for Copilot and Autopilot.

Workflow automation that handles the hard stuff

Most automation breaks the moment things get complicated and for B2B support, things get complicated fast. Autopilot’s new AI-powered workflows handle nuance with confidence, scaling triage, auto-replies, and multi-step resolutions while looping in humans when needed.

Here’s what you can accomplish with new AI-powered workflows:   

• Auto-reply using prompt-based instructions: Use prompts to tell Autopilot how to handle specific responses.

• Instant AI-powered triaging: Let AI quickly triage conversations based on urgency, language, or customer details.

• Automatic conversation data extraction: Pull key details from messages automatically so Autopilot can act on them.

With new company rule templates, you can also now scale workflows including mirroring individual inbox conversations to shared inboxes to enable team visibility and unlock Front AI features in individual inboxes. You can also enforce company standards with safety nets for all outbound messages to prevent teammates from sending messages under specified conditions.

AI that picks up the Slack (support) 

Your most valuable customers often don’t email or submit tickets. They go straight to Slack expecting fast, high-touch support. With Front AI now available on Slack Connect and private channels, your team can deliver quick, quality support from inside Front – where they manage all of their other channels (email, WhatsApp, chat, and more). Meanwhile, your customers continue chatting in Slack without knowing the difference.

What’s new with Front AI on Slack:

• Autopilot: Auto-resolve Slack inquiries with replies you trust.

• Copilot: Get suggested replies with AI trained on your past conversations.

• Topics: Categorize threads instantly to power automation and spot trends.

• Smart QA & CSAT: Get service quality insights with zero manual surveys.

Sync happens, with the all-new CRM integrations

Customer support teams rely on CRM data to understand accounts and influence renewals. But CRMs are only as strong as the data they receive and today, a lot of that data entry falls on frontline teams. With seamless CRM integrations, teams can save time automatically logging conversation details from their customer operations platform to their CRM while getting full customer context at their fingertips.   

Front’s redesigned Salesforce and HubSpot integrations keep your CRM up to date with new enhancements:

• Sleek, new user experience: Easily navigate the new plugins with a fast, modern user interface.

• One-click contact sync: Instantly update contacts on-demand with one click.

• Flexible conversation logging: Save time by logging conversations to custom objects and multiple contacts simultaneously, not just one at a time.

• Enhanced admin controls: Maintain team consistency with easy-to-configure, stronger admin controls.

• Pre-built Connectors: Eliminate tab-switching and see and action on external CRM data without leaving Front.  

Wrapping up 2025 with enhancements that last into 2026

This week’s releases bring new clarity, consistency, and control to every corner of customer operations – starting from your inbox to workflows to your highest-touch channels. Each feature was shaped by the feedback you shared and built for complex, high-volume support. If you’d like a deeper walkthrough of these updates, join our webinar on January 13 for a live deep-dive.

As teams wrap up the year and gear up for what’s next, we’re excited to show how you put these new features to work and continue to build features that help you deliver support that treats every customer like a VIP.